Manager - Enterprise Value & Enablement

About the Role

The Manager - Enterprise Value & Enablement is a senior individual-contributor role within the Client Fulfillment operations team, combining consultation quality, enterprise retention, and fulfillment quality assurance into a single mandate. The role diagnoses performance and consultation gaps from live call evidence and turns them into coaching and training; owns a high-touch retention relationship with Software Finder’s most strategic enterprise clients; and owns the refund/rejection analysis and tech-enablement work that keeps lead quality high across channels. Its purpose is a better-prepared SDR floor, stronger enterprise relationships, and cleaner lead quality - not personal conversion outcomes.

Key Responsibilities

Consultation Quality & Enablement

Listen to and review SDR calls across all software categories (HR, Medical, LMS, ERP, Legal, CRM, and others) to identify recurring skill gaps, knowledge deficiencies, and coachable moments.

Develop guided techniques to liaison with the Training team to enhance scripts, and structured training modules that address the consultation needs surfaced through call review.

Coordinate with the Training team to support new trainee onboarding, ensuring fresh hires ramp on accurate, current material.

Enterprise Retention & Value-Add

Maintain focused ownership of the Tier 1 vendors (enterprise clients) as a high-touch retention portfolio.

Each day, recall one newly converted lead per assigned client within 24 hours of conversion to reinforce engagement and continuity of service.

Advance each recalled lead further - working to further convert and half-book it toward a completed sale - as a continuation of service rather than a floor conversion metric.

Provide value-added service beyond the paid opportunity, strengthening enterprise relationships and reinforcing brand value and recall for Software Finder.

Quality Assurance & Refund Analysis

Own the refund and rejection analysis process - investigating root causes across all lead channels.

Differentiate between SDR qualification errors, QA errors, campaign-targeting misalignment, and partner-profile drift; route corrective actions to the right owner.

Partner with the QA team to analyze why leads get unapproved and maintain a refund dashboard tracking refund rates by channel, vendor, and lead type (voice-qualified vs. non-voice).

Translate refund and QA insights into actionable recalibration briefs for SDR managers, the QA Manager, and Lead Gen teams - feeding directly back into training to raise overall vendor satisfaction.

Tech Enablement

Work proficiently with CRM platforms (HubSpot and Airtable) and BI/reporting tools (Excel and Power BI).

Advocate for and enable automation and AI to improve operational efficiency across the fulfillment workflow.

Requirements

Bachelor's degree in Business Administration, Marketing, or a related field.

3-5 years of experience in client fulfillment, quality assurance, sales enablement, customer success, or business operations.

Strong experience in call quality evaluation, coaching, and training program development.

Proven ability to manage enterprise client relationships and drive customer retention.

Excellent analytical skills with experience in root cause analysis and performance reporting.

Proficiency in CRM platforms (HubSpot, Airtable, or similar) and Microsoft Excel; Power BI is a plus.

Strong communication, stakeholder management, and cross-functional collaboration skills.

Experience in a SaaS, B2B, or technology-driven environment is preferred.